DR.SOLUTIONS ESTORE AND SERVICE VOUCHER:

ORDER & PAYMENT

What are the available payment methods?

You may make payment by using FPX, debit cards or credit cards (Visa / MasterCard).

How do I know if my order has been confirmed?

Orders are confirmed once payments have been completed and you will receive a confirmation email with your order details. If you do not receive a confirmation email within 24 hours, please contact Customer Service via info@drsolutionscosmeceutical.com and do not re-create your order to prevent duplication.

Can I change my order details?

We strive to ensure your purchases reach you at the fastest possible time! Hence, all orders will be reflected as “Confirmed’ immediately upon order confirmation. Should there be any changes that need to be made to your order, you may contact our Customer Service via info@drsolutionscosmeceutical.com.

Can I cancel my order?

All payments are processed immediately via the payment gateway; hence you will not be able to cancel your order once you have confirmed the payment. For more assistance, you may contact our Customer Service via info@drsolutionscosmeceutical.com.

COLLECTION & DELIVERY

COLLECTION

1. Where do I collect my order?
   We are located at 105, Jalan SS21/1A, Damansara Utama, 47400, Petaling Jaya, Selangor.
2. How do I know if my order is ready for collection?
   Products will be ready for collection within 7 working days once your order is confirmed. Alternatively, you will receive an Email/SMS Notification once your order reaches the store.
   There might be slight delay in delivery during promotion period due to large order volume. Nevertheless, we strive to process and deliver your order as soon as we can.
3. What if I do not collect my order?
   Collection has to be done within 14 days upon order arrival of order at the store. Orders not collected after 14 days will be treated as a “no-show” order and will be sent back to our warehouse. Refund will be provided (subject to administrative fees).
4. What if I am away and not able to collect my order within 14 days?
   You may also request to extend your collection period by contacting our customer service via 03-77259925 or info@drsolutionscosmeceutical.com.

DELIVERY

1. How long will I receive my order?
   We aim to deliver within the time frame indicated below but we are not able to guarantee any firm delivery dates upon order and to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.Location
   Delivery Time Frame
   

   Peninsular Malaysia	3 – 7 working days
   East Malaysia	5 – 10 working days

   Remark: There is no delivery during weekend and Public Holiday

2. How to track my order?
   You will receive an email with a tracking link once your order has been shipped out from our warehouse. You may track your order by clicking on the tracking link. The tracking link will redirect you to our shipping partner’s website.
3. How much is the delivery fee? Is there any free delivery?
   Dr. Solutions offers free shipping throughout Malaysia for selected product purchases during this period until further notice
4. Can I change my delivery address?
   Once you’ve placed your order, you are not allowed to make any changes. Our systems are automated and changes might result in delays of order preparations. We highly suggest you to review your delivery address carefully before proceeding to checkout.In the event that the delivery address provided is incorrect and the package is delivered, Dr.Solutions will not be liable for any replacement or refund.
5. What if I am away and not available to receive my order?
   If you are not available to receive the order, you may contact our shipping partner to arrange a re-delivery at a suitable time.
   In the event of multiple unsuccessful deliveries, your package will be returned to our warehouse. You may contact our customer service via info@drsolutionscosmeceutical.com. for further assistance.

EXCHANGE AND RETURN

This Exchange & Return policy is only applicable for Dr.Solutions .
You shall examine the goods immediately upon collection/delivery for any deficiencies/damages.

EXCHANGE

1. Exchange of Product(s) can only be arranged under the following reasons:
   
   1. If the product(s) delivered is in damaged or defective condition; or
   2. If the product(s) is different from the Order delivered.
      Product(s) for exchange shall be exchanged in its original condition (unused and unmarked), quantity and packaging as it first delivered to customer together with proof of purchase.
2.  Exchange is only allowed for the same item. In case the same item is not available, customer may proceed to return the item.
   
   1. Product(s) purchased as part of a bundle set or multi-item pack (e.g.: 2nd@50%, Buy 1 Free 1, Purchase-with-Purchase, etc.), have to be exchanged as a whole set.
   2. Individual product within a bundle set or multi-item pack cannot be exchanged.
3.  For Collection orders, exchange must be done at the same store as collection. For Home Delivery orders, exchange must be done at the Dr.Solutions store.
4. In order to return, customer must provide Order Confirmation Email (in mobile or in printed) as proof of purchase.
5. If customer received any items in the conditions as stated in above, and customer wishes to exchange, customer need to notify Customer Service by email info@drsolutionscosmeceutical.com to report on the product(s) within 14 days of receiving the goods. Please allow up to 3 working days for your inquiry to be processed.

RETURN

1. Return of Product(s) can only be arranged under the following reasons:
   
   1. If the product(s) delivered is in damaged or defective condition; or
   2. If the product(s) is different from the Order delivered.
      Product(s) for exchange shall be returned in its original condition (unused and unmarked), quantity and packaging as it first delivered to customer together with proof of purchase.
2.  For return of product(s), there will be no refund in cash to customer through store cashier. The refund will be done via the same mode of payment. If the mode of payment is through credit card, the refund will be made through credit card after 30 days from the approved return date.
   
   1. Product(s) purchased as part of a bundle set or multi-item pack (e.g.: 2nd@50%, Buy 1 Free 1, Purchase-with-Purchase, etc.), have to be returned as a whole set.
   2. Individual product within a bundle set or multi-item pack cannot be returned.
3.  For Collection orders, return must be done at the same store as collection. For Delivery orders, return can be done at Dr.Solutions store. In Delivery order return, shipping fee will not be refunded.
4. In order to return, customer must provide Order Confirmation Email (in mobile or in printed) as proof of purchase.
5. If customer received any items in the conditions as stated in above, and customer wishes to return, customer need to notify Customer Service by email info@drsolutionscosmeceutical.com to report on the product(s) within 14 days of receiving the goods. Please allow up to 3 working days for your inquiry to be processed.

REFUND POLICY

1. A refund (on the original amount paid for the returned item) will only be available if your returned item is out-of-stock.
2. Shipping costs are non-refundable.
3. If you refund request is approved, and a credit will automatically be applied to your credit card or original method of payment, within 21 business days